Bad customer service OK furniture Upington

Worst after service from Upington branch. I ordered a bed online and after a few months the springs started to make a noise. I gave it through to online team which acted fast and send it to Upington branch. I had to do several enquiries to follow up. When Franklin (the manager) finally gave it through to the manafacturer and they approved for mattress to be replaced. I had to follow up again several times until the day Franklin confirmed mattress is received by branch. Then I had to asked several times about the delivery. The matress was finally delivered and it was damaged. After comlpaining to online team Franklin called to do a replacement the same day. Where they had to ordered and waited for the 1st replacement mattress this one is available the same day. They delivered the mattress and I see that it is a used and dirty matress. I want a refund so I can buy elsewhere. What does customer service mean to this branch and branch manager?